Senior Customer Success Manager
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Job Description
Owner of strategic client accounts facilitating customer success and growth initiatives. Developing relationships and ensuring satisfaction through effective onboarding and training.
Responsibilities:
- You will be the main owner of strategic client accounts responsible for developing strong multi-threaded relationships, platform adoption & learning content consumption, customer satisfaction, revenue retention, and growth via expansion leads and advocacy initiatives.
- You will be responsible for setting up curriculums and programs with these clients, so need to have a curiosity and interest in our content, product offerings and how these solve for client needs.
- You should be able to define and communicate clients’ digital skills gaps and training goals and act as an expert in the digital landscape and be able to talk to clients with authority around the training that we provide.
- You will also need to demonstrate that you can lead on program design to ensure high engagement rates of our products and content, to drive value and success.
- You will need to demonstrate an analytical and creative mindset to finding solutions that drive success and high engagement rates across our client base.
- The Sr. CSM will embed themselves in the client organization as a trusted/strategic advisor, deepening relationships with program owners, sponsors, advocates, and key subject matter experts to achieve success goals and prove ROI.
- Facilitate effective onboarding and training for new users.
- Develop and deploy customer success strategies tailored to client needs.
- Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success.
- Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide.
- Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions.
- Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI.
- Drive license activation and high engagement with our product and content.
- Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling.
- Manage revenue retention and ensure high net and gross retention rates.
- Partner with Account Executives to identify and pursue expansion opportunities.
- Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn.
Requirements:
- Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals.
- Experience with expansion leads and partnering on growth strategies.
- Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities.
- Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals.
- Demonstrable proof of recent learning (e.g., vendor certification, university course).
- Analytical with a data-driven mindset.
- Preferred experience in the EdTech space, such as Udemy, Coursera or Pluralsight.
- Experience managing customer relationships in IT, Product, Engineering, Marketing, and/or Learning & Development functions.
- Experience from top tech companies like Amazon, Microsoft, or Google (or their partners).
- SaaS providers such as Rackspace, VMware/Broadcom, or Digital Ocean.
- SaaS companies in the EdTech space, such as Udemy or Pluralsight.
- Consulting firms like Big 5, either as a past customer, or if you worked for them, particularly in software development, DevOps, or solution architecture.
- Managed services experience with a media/marketing agency.
Benefits:
- 4 weeks of vacation per year, that goes up to 5 weeks after 2 years
- 5 sick days
- 2 volunteer days
- 3 professional development days
- 12 US holidays
- 3% match on the 401k, that goes up to 4% after two years, no vest
- Medical, dental and vision through Cigna and Guardian - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
- FSAs, HSA (with one medical plan), supplemental insurances
- $30/month cell phone reimbursement
- $200 equipment stipend every two years
- Pre-tax commuter benefits to those based out of NYC office
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